Abstract

ABSTRACT
Muhammad Suryo Hanandhito, 2015; The Influence Of Service Quality And Product Quality Toward Customer Satisfaction (Survey Toward Angkringan Consumers In Rawamangun Villages). Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo SE, M.Si & Agung Kresnamurti RP, ST, MM
The purpose of this research are: 1) To find out the description of service quality, product quality, and customer satisfaction of Angkringan in Rawamanung Villages, 2) test empirically the influence of service quality toward customer satisfaction of Angkringan in Rawamanung Villages, 3) test empirically the influence of product quality toward customer satisfaction of Angkringan in Rawamanung Villages, 4) test empirically the influence of service quality and product quality simultaneously toward customer satisfaction of Angkringan in Rawamanung Villages. The object of this research was 102 respondents who have ever visit Angkringan in Rawamangun at least one times in the last three month. The results of descriptive test explained that the service quality and Product Quality provided is not good according to the customer, so that the customer is unsatisfied . The hypothesis test shows: 1) the influence of service quality toward customer satisfaction by 53%, 2) the influence of product quality toward customer satisfaction by 31%, 3) the influence of service quality and product quality simultaneously toward customer satisfaction by 57%.
Keywords: Service quality, Product quality, customer satisfaction, Angkringan.